org.jivesoftware.smackx.workgroup.agent
Class AgentSession

java.lang.Object
  org.jivesoftware.smackx.workgroup.agent.AgentSession

public class AgentSession
extends Object

This class embodies the agent's active presence within a given workgroup. The application should have N instances of this class, where N is the number of workgroups to which the owning agent of the application belongs. This class provides all functionality that a session within a given workgroup is expected to have from an agent's perspective -- setting the status, tracking the status of queues to which the agent belongs within the workgroup, and dequeuing customers.

Author:

Matt Tucker, Derek DeMoro

Constructor Summary

AgentSession(String workgroupJID, XMPPConnection connection)
Constructs a new agent session instance.

Method Summary

void	addInvitationListener(WorkgroupInvitationListener invitationListener) Adds an invitation listener.
void	addOfferListener(OfferListener offerListener) Adds an offer listener.
void	addQueueUsersListener(QueueUsersListener listener)
void	close() Close the agent session.
void	dequeueUser(String userID) Removes a user from the workgroup queue.
Agent	getAgent() Returns the Agent associated to this session.
AgentChatHistory	getAgentHistory(String jid, int maxSessions, Date startDate) Retrieves the AgentChatHistory associated with a particular agent jid.
AgentRoster	getAgentRoster() Returns the agent roster for the workgroup, which contains
Map	getChatMetadata(String sessionID) Query for metadata associated with a session id.
GenericSettings	getGenericSettings(XMPPConnection con, String query) Returns the generic metadata of the workgroup the agent belongs to.
MacroGroup	getMacros(boolean global) Asks the workgroup for it's Global Macros.
int	getMaxChats() Returns the maximum number of chats the agent can participate in.
String	getMetaData(String key) Allows the retrieval of meta data for a specified key.
ChatNotes	getNote(String sessionID) Retrieves the ChatNote associated with a given chat session.
OccupantsInfo	getOccupantsInfo(String roomID) Asks the workgroup for information about the occupants of the specified room.
Presence.Mode	getPresenceMode() Returns the agent's current presence mode.
WorkgroupQueue	getQueue(String queueName)
Iterator<WorkgroupQueue>	getQueues()
SearchSettings	getSearchSettings() Asks the workgroup for it's Search Settings.
Transcript	getTranscript(String sessionID) Returns the full conversation transcript of a given session.
Transcripts	getTranscripts(String userID) Returns the transcripts of a given user.
Form	getTranscriptSearchForm() Returns the Form to use for searching transcripts.
String	getWorkgroupJID()
boolean	hasMonitorPrivileges(XMPPConnection con)
boolean	isOnline() Returns true if the agent is online with the workgroup.
void	makeRoomOwner(XMPPConnection con, String sessionID)
void	removeInvitationListener(WorkgroupInvitationListener invitationListener) Removes an invitation listener.
void	removeMetaData(String key) Allows the removal of data from the agent's meta data, if the key represents existing data, the revised meta data will be rebroadcast in an agent's presence broadcast.
void	removeOfferListener(OfferListener offerListener) Removes an offer listener.
void	removeQueueUsersListener(QueueUsersListener listener)
void	saveMacros(MacroGroup group) Persists the Personal Macro for an agent.
ReportedData	searchTranscripts(Form completedForm) Submits the completed form and returns the result of the transcript search.
void	sendRoomInvitation(RoomInvitation.Type type, String invitee, String sessionID, String reason) Invites a user or agent to an existing session support.
void	sendRoomTransfer(RoomTransfer.Type type, String invitee, String sessionID, String reason) Transfer an existing session support to another user or agent.
void	setMetaData(String key, String val) Allows the addition of a new key-value pair to the agent's meta data, if the value is new data, the revised meta data will be rebroadcast in an agent's presence broadcast.
void	setNote(String sessionID, String note) Creates a ChatNote that will be mapped to the given chat session.
void	setOnline(boolean online) Sets whether the agent is online with the workgroup.
void	setStatus(Presence.Mode presenceMode, int maxChats) Sets the agent's current status with the workgroup.
void	setStatus(Presence.Mode presenceMode, int maxChats, String status) Sets the agent's current status with the workgroup.
void	setStatus(Presence.Mode presenceMode, String status) Sets the agent's current status with the workgroup.

Methods inherited from class java.lang.Object

clone, equals, finalize, getClass, hashCode, notify, notifyAll, toString, wait, wait, wait

Constructor Detail

AgentSession

public AgentSession(String workgroupJID,
                    XMPPConnection connection)

Constructs a new agent session instance. Note, the setOnline(boolean) method must be called with an argument of true to mark the agent as available to accept chat requests.

Parameters:

connection - a connection instance which must have already gone through authentication.

workgroupJID - the fully qualified JID of the workgroup.

Method Detail

close

public void close()

Close the agent session. The underlying connection will remain opened but the packet listeners that were added by this agent session will be removed.

getAgentRoster

public AgentRoster getAgentRoster()

Returns the agent roster for the workgroup, which contains

Returns:

the AgentRoster

getPresenceMode

public Presence.Mode getPresenceMode()

Returns the agent's current presence mode.

Returns:

the agent's current presence mode.

getMaxChats

public int getMaxChats()

Returns the maximum number of chats the agent can participate in.

Returns:

the maximum number of chats the agent can participate in.

isOnline

public boolean isOnline()

Returns true if the agent is online with the workgroup.

Returns:

true if the agent is online with the workgroup.

setMetaData

public void setMetaData(String key,
                        String val)
                 throws XMPPException

Allows the addition of a new key-value pair to the agent's meta data, if the value is new data, the revised meta data will be rebroadcast in an agent's presence broadcast.

Parameters:

key - the meta data key

val - the non-null meta data value

Throws:

XMPPException - if an exception occurs.

removeMetaData

public void removeMetaData(String key)
                    throws XMPPException

Allows the removal of data from the agent's meta data, if the key represents existing data, the revised meta data will be rebroadcast in an agent's presence broadcast.

Parameters:

key - the meta data key.

Throws:

XMPPException - if an exception occurs.

getMetaData

public String getMetaData(String key)

Allows the retrieval of meta data for a specified key.

Parameters:

key - the meta data key

Returns:

the meta data value associated with the key or null if the meta-data doesn't exist..

setOnline

public void setOnline(boolean online)
               throws XMPPException

Sets whether the agent is online with the workgroup. If the user tries to go online with the workgroup but is not allowed to be an agent, an XMPPError with error code 401 will be thrown.

Parameters:

online - true to set the agent as online with the workgroup.

Throws:

XMPPException - if an error occurs setting the online status.

setStatus

public void setStatus(Presence.Mode presenceMode,
                      int maxChats)
               throws XMPPException

Sets the agent's current status with the workgroup. The presence mode affects how offers are routed to the agent. The possible presence modes with their meanings are as follows:

• Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats (equivalent to Presence.Mode.CHAT).
• Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed. However, special case, or extreme urgency chats may still be offered to the agent.
• Presence.Mode.AWAY -- the agent is not available and should not have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).

The max chats value is the maximum number of chats the agent is willing to have routed to them at once. Some servers may be configured to only accept max chat values in a certain range; for example, between two and five. In that case, the maxChats value the agent sends may be adjusted by the server to a value within that range.

Parameters:

presenceMode - the presence mode of the agent.

maxChats - the maximum number of chats the agent is willing to accept.

Throws:

XMPPException - if an error occurs setting the agent status.

IllegalStateException - if the agent is not online with the workgroup.

setStatus

public void setStatus(Presence.Mode presenceMode,
                      int maxChats,
                      String status)
               throws XMPPException

Sets the agent's current status with the workgroup. The presence mode affects how offers are routed to the agent. The possible presence modes with their meanings are as follows:

• Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats (equivalent to Presence.Mode.CHAT).
• Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed. However, special case, or extreme urgency chats may still be offered to the agent.
• Presence.Mode.AWAY -- the agent is not available and should not have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).

The max chats value is the maximum number of chats the agent is willing to have routed to them at once. Some servers may be configured to only accept max chat values in a certain range; for example, between two and five. In that case, the maxChats value the agent sends may be adjusted by the server to a value within that range.

Parameters:

presenceMode - the presence mode of the agent.

maxChats - the maximum number of chats the agent is willing to accept.

status - sets the status message of the presence update.

Throws:

XMPPException - if an error occurs setting the agent status.

IllegalStateException - if the agent is not online with the workgroup.

setStatus

public void setStatus(Presence.Mode presenceMode,
                      String status)
               throws XMPPException

Sets the agent's current status with the workgroup. The presence mode affects how offers are routed to the agent. The possible presence modes with their meanings are as follows:

• Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats (equivalent to Presence.Mode.CHAT).
• Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed. However, special case, or extreme urgency chats may still be offered to the agent.
• Presence.Mode.AWAY -- the agent is not available and should not have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).

Parameters:

presenceMode - the presence mode of the agent.

status - sets the status message of the presence update.

Throws:

XMPPException - if an error occurs setting the agent status.

IllegalStateException - if the agent is not online with the workgroup.

dequeueUser

public void dequeueUser(String userID)
                 throws XMPPException

Removes a user from the workgroup queue. This is an administrative action that the

The agent is not guaranteed of having privileges to perform this action; an exception denying the request may be thrown.

Parameters:

userID - the ID of the user to remove.

Throws:

XMPPException - if an exception occurs.

getTranscripts

public Transcripts getTranscripts(String userID)
                           throws XMPPException

Returns the transcripts of a given user. The answer will contain the complete history of conversations that a user had.

Parameters:

userID - the id of the user to get his conversations.

Returns:

the transcripts of a given user.

Throws:

XMPPException - if an error occurs while getting the information.

getTranscript

public Transcript getTranscript(String sessionID)
                         throws XMPPException

Returns the full conversation transcript of a given session.

Parameters:

sessionID - the id of the session to get the full transcript.

Returns:

the full conversation transcript of a given session.

Throws:

XMPPException - if an error occurs while getting the information.

getTranscriptSearchForm

public Form getTranscriptSearchForm()
                             throws XMPPException

Returns the Form to use for searching transcripts. It is unlikely that the server will change the form (without a restart) so it is safe to keep the returned form for future submissions.

Returns:

the Form to use for searching transcripts.

Throws:

XMPPException - if an error occurs while sending the request to the server.

searchTranscripts

public ReportedData searchTranscripts(Form completedForm)
                               throws XMPPException

Submits the completed form and returns the result of the transcript search. The result will include all the data returned from the server so be careful with the amount of data that the search may return.

Parameters:

completedForm - the filled out search form.

Returns:

the result of the transcript search.

Throws:

XMPPException - if an error occurs while submiting the search to the server.

getOccupantsInfo

public OccupantsInfo getOccupantsInfo(String roomID)
                               throws XMPPException

Asks the workgroup for information about the occupants of the specified room. The returned information will include the real JID of the occupants, the nickname of the user in the room as well as the date when the user joined the room.

Parameters:

roomID - the room to get information about its occupants.

Returns:

information about the occupants of the specified room.

Throws:

XMPPException - if an error occurs while getting information from the server.

getWorkgroupJID

public String getWorkgroupJID()

Returns:

the fully-qualified name of the workgroup for which this session exists

getAgent

public Agent getAgent()

Returns the Agent associated to this session.

Returns:

the Agent associated to this session.

getQueue

public WorkgroupQueue getQueue(String queueName)

Parameters:

queueName - the name of the queue

Returns:

an instance of WorkgroupQueue for the argument queue name, or null if none exists

getQueues

public Iterator<WorkgroupQueue> getQueues()

addQueueUsersListener

public void addQueueUsersListener(QueueUsersListener listener)

removeQueueUsersListener

public void removeQueueUsersListener(QueueUsersListener listener)

addOfferListener

public void addOfferListener(OfferListener offerListener)

Adds an offer listener.

Parameters:

offerListener - the offer listener.

removeOfferListener

public void removeOfferListener(OfferListener offerListener)

Removes an offer listener.

Parameters:

offerListener - the offer listener.

addInvitationListener

public void addInvitationListener(WorkgroupInvitationListener invitationListener)

Adds an invitation listener.

Parameters:

invitationListener - the invitation listener.

removeInvitationListener

public void removeInvitationListener(WorkgroupInvitationListener invitationListener)

Removes an invitation listener.

Parameters:

invitationListener - the invitation listener.

setNote

public void setNote(String sessionID,
                    String note)
             throws XMPPException

Creates a ChatNote that will be mapped to the given chat session.

Parameters:

sessionID - the session id of a Chat Session.

note - the chat note to add.

Throws:

XMPPException - is thrown if an error occurs while adding the note.

getNote

public ChatNotes getNote(String sessionID)
                  throws XMPPException

Retrieves the ChatNote associated with a given chat session.

Parameters:

sessionID - the sessionID of the chat session.

Returns:

the ChatNote associated with a given chat session.

Throws:

XMPPException - if an error occurs while retrieving the ChatNote.

getAgentHistory

public AgentChatHistory getAgentHistory(String jid,
                                        int maxSessions,
                                        Date startDate)
                                 throws XMPPException

Retrieves the AgentChatHistory associated with a particular agent jid.

Parameters:

jid - the jid of the agent.

maxSessions - the max number of sessions to retrieve.

startDate - the starting date of sessions to retrieve.

Returns:

the chat history associated with a given jid.

Throws:

XMPPException - if an error occurs while retrieving the AgentChatHistory.

getSearchSettings

public SearchSettings getSearchSettings()
                                 throws XMPPException

Asks the workgroup for it's Search Settings.

Returns:

SearchSettings the search settings for this workgroup.

Throws:

XMPPException - if an error occurs while getting information from the server.

getMacros

public MacroGroup getMacros(boolean global)
                     throws XMPPException

Asks the workgroup for it's Global Macros.

Parameters:

global - true to retrieve global macros, otherwise false for personal macros.

Returns:

MacroGroup the root macro group.

Throws:

XMPPException - if an error occurs while getting information from the server.

saveMacros

public void saveMacros(MacroGroup group)
                throws XMPPException

Persists the Personal Macro for an agent.

Parameters:

group - the macro group to save.

Throws:

XMPPException - if an error occurs while getting information from the server.

getChatMetadata

public Map getChatMetadata(String sessionID)
                    throws XMPPException

Query for metadata associated with a session id.

Parameters:

sessionID - the sessionID to query for.

Returns:

Map a map of all metadata associated with the sessionID.

Throws:

XMPPException - if an error occurs while getting information from the server.

sendRoomInvitation

public void sendRoomInvitation(RoomInvitation.Type type,
                               String invitee,
                               String sessionID,
                               String reason)
                        throws XMPPException

Invites a user or agent to an existing session support. The provided invitee's JID can be of a user, an agent, a queue or a workgroup. In the case of a queue or a workgroup the workgroup service will decide the best agent to receive the invitation.

This method will return either when the service returned an ACK of the request or if an error occured while requesting the invitation. After sending the ACK the service will send the invitation to the target entity. When dealing with agents the common sequence of offer-response will be followed. However, when sending an invitation to a user a standard MUC invitation will be sent.

The agent or user that accepted the offer MUST join the room. Failing to do so will make the invitation to fail. The inviter will eventually receive a message error indicating that the invitee accepted the offer but failed to join the room. Different situations may lead to a failed invitation. Possible cases are: 1) all agents rejected the offer and ther are no agents available, 2) the agent that accepted the offer failed to join the room or 2) the user that received the MUC invitation never replied or joined the room. In any of these cases (or other failing cases) the inviter will get an error message with the failed notification.

Parameters:

type - type of entity that will get the invitation.

invitee - JID of entity that will get the invitation.

sessionID - ID of the support session that the invitee is being invited.

reason - the reason of the invitation.

Throws:

XMPPException - if the sender of the invitation is not an agent or the service failed to process the request.

sendRoomTransfer

public void sendRoomTransfer(RoomTransfer.Type type,
                             String invitee,
                             String sessionID,
                             String reason)
                      throws XMPPException

Transfer an existing session support to another user or agent. The provided invitee's JID can be of a user, an agent, a queue or a workgroup. In the case of a queue or a workgroup the workgroup service will decide the best agent to receive the invitation.

This method will return either when the service returned an ACK of the request or if an error occured while requesting the transfer. After sending the ACK the service will send the invitation to the target entity. When dealing with agents the common sequence of offer-response will be followed. However, when sending an invitation to a user a standard MUC invitation will be sent.

Once the invitee joins the support room the workgroup service will kick the inviter from the room.

Different situations may lead to a failed transfers. Possible cases are: 1) all agents rejected the offer and there are no agents available, 2) the agent that accepted the offer failed to join the room or 2) the user that received the MUC invitation never replied or joined the room. In any of these cases (or other failing cases) the inviter will get an error message with the failed notification.

Parameters:

type - type of entity that will get the invitation.

invitee - JID of entity that will get the invitation.

sessionID - ID of the support session that the invitee is being invited.

reason - the reason of the invitation.

Throws:

XMPPException - if the sender of the invitation is not an agent or the service failed to process the request.

getGenericSettings

public GenericSettings getGenericSettings(XMPPConnection con,
                                          String query)
                                   throws XMPPException

Returns the generic metadata of the workgroup the agent belongs to.

Parameters:

con - the XMPPConnection to use.

query - an optional query object used to tell the server what metadata to retrieve. This can be null.

Returns:

the settings for the workgroup.

Throws:

XMPPException - if an error occurs while sending the request to the server.

hasMonitorPrivileges

public boolean hasMonitorPrivileges(XMPPConnection con)
                             throws XMPPException

Throws:

XMPPException

makeRoomOwner

public void makeRoomOwner(XMPPConnection con,
                          String sessionID)
                   throws XMPPException

Throws:

XMPPException